[INTPLAT-413] DDSaaS: Genesys: Crawler Integration v1.0.0 #19104

avaid-crest · 2024-11-21T11:48:23Z

What does this PR do?

This is an initial release PR of Genesys integration including all the required assets.

Additional Notes

Crawler code for this integration has been committed in its respective repo.
Pipeline and Facet group created for this integration are available in our sandbox and would be shared separately with the required teams.
Samples for the pipeline review would also be shared separately with the required teams.
Since during the standard attribute remapping we are not preserving the source attributes as per suggested best practices, it would result in filters using these standard attributes populating the values of other integrations as well as per current Datadog behaviour.

Review checklist (to be filled by reviewers)

Feature or bugfix MUST have appropriate tests (unit, integration, e2e)
Add the qa/skip-qa label if the PR doesn't need to be tested during QA.
If you need to backport this PR to another branch, you can add the backport/<branch-name> label to the PR and it will automatically open a backport PR once this one is merged

estherk15

Thanks for drafting this, left some suggestions and comments on the monitor descriptions. Let me know if you have any questions!

estherk15 · 2024-11-25T20:24:46Z

genesys/README.md

+
+[Genesys][1] is a comprehensive cloud-based contact center platform that enables businesses to manage and optimize customer interactions across multiple channels, including voice, chat, email, social media, and messaging. It's known for its flexibility, scalability, and integration capabilities, helping businesses improve customer experience and streamline operations.
+
+The Genesys integration collects conversations (Voice, Email, Message, Callback, Chat) analytics metrics and audit logs and ingests them into Datadog for comprehensive analysis.


Suggested change

The Genesys integration collects conversations (Voice, Email, Message, Callback, Chat) analytics metrics and audit logs and ingests them into Datadog for comprehensive analysis.

The Genesys integration collects analytics metrics and audit logs from conversations (voice, email, message, callback, chat) and ingests them into Datadog for comprehensive analysis.

Here, audit logs refers to all the logs associated with the Genesys account and not conversation related logs.

estherk15 · 2024-11-25T20:26:24Z

genesys/README.md

+#### Get config parameters from Genesys
+
+#### Steps to get Client ID and Client Secret


These are the same level, but recommend choosing one instead of nesting.

Suggested change

#### Get config parameters from Genesys

#### Steps to get Client ID and Client Secret

#### Get Client ID and Client Secret config parameters from Genesys

Added the changes as per your suggestion.

estherk15 · 2024-11-25T20:27:24Z

genesys/README.md

+
+#### Steps to get Client ID and Client Secret
+1. Login to your [Genesys account][2] with **Admin** role.
+2. [Add a new role][3] with below permissions:


Suggested change

2. [Add a new role][3] with below permissions:

2. [Add a new role][3] with the following permissions:

I have added the changes as per your suggestion.

estherk15 · 2024-11-25T20:30:34Z

genesys/README.md

+    1. Analytics > Conversation Aggregate > View (Query for conversation aggregates)
+    2. Analytics > Conversation Detail > View (Query for conversation Details)
+    3. Audits > Audit > View (View audits)
+3. Ensure the role created in step 2 is assigned to the logged-in user. (Refer to the [guide on assigning roles to users][4])


Suggested change

3. Ensure the role created in step 2 is assigned to the logged-in user. (Refer to the [guide on assigning roles to users][4])

3. Ensure the role created in the previous step is assigned to the logged-in user. For more information on assigning roles to users, see the Genesys guide to [Assign roles, divisions, licenses, and add-ons][4].

Changes have been added as per your suggestion.

estherk15 · 2024-11-25T21:02:06Z

genesys/assets/monitors/high_number_of_abandoned_outbound_conversations_detected.json

+	"created_at": "2024-11-18",
+	"last_updated_at": "2024-11-18",
+	"title": "High Number of Abandoned Outbound Conversations Detected",
+	"description": "High number of abandoned outbound conversations detected monitor detecting a significant increase in outbound conversations that were abandoned before completion.",


Could you add more context to the description? For more information and examples, see the Best practice guide. At a minimum:

This is not a copy of the title.

Define the problem stated by the title.

Answer why this is an issue worth alerting on.

Describe the impact of the problem.

I have modified the description as per the above factors.

estherk15 · 2024-11-25T21:02:27Z

genesys/assets/monitors/high_number_of_errored_conversations_detected.json

+	"created_at": "2024-11-18",
+	"last_updated_at": "2024-11-18",
+	"title": "High Number of Errored Conversations Detected",
+	"description": "High number of errored conversations detected monitor tracking a high occurrence of conversations ending with errors, indicating potential system or process issues.",


Same comment here for more context in the description

I have modified the description.

estherk15 · 2024-11-25T21:04:19Z

genesys/assets/monitors/high_number_of_over_sla_conversations_detected.json

+	"created_at": "2024-11-18",
+	"last_updated_at": "2024-11-18",
+	"title": "High Number of over SLA Conversations Detected",
+	"description": "High number of over SLA conversations detected monitor alert for an increased count of conversations exceeding the SLA threshold, potentially impacting response time and service levels.",


Same comment to add more context to the description.

I have modified the description.

estherk15 · 2024-11-25T21:04:39Z

genesys/assets/monitors/high_number_of_state_transition_errors_detected.json

+	"created_at": "2024-11-18",
+	"last_updated_at": "2024-11-18",
+	"title": "High Number of State Transition Errors Detected",
+	"description": "High number of state transition errors detected monitor detecting an elevated count of state transition errors, indicating potential issues in process transitions or workflow continuity.",


Same comment to add more context to the description.

I have modified the description as per your suggestion.

…iyanicrest/integrations-core into genesys-assets-v1.0.0

…grations-core into genesys-assets-v1.0.0

* Genesys Crawler integration with assets * Resolved metadata checks error * Added changes in genesys_tests.yaml file * Resolved checks error for metadata * Resolved pipeline checks error * Updated dashboards * Added changes as per modified assets * Added changes as per review comments * Added readme changes d51bcbe

Genesys Crawler integration with assets

006f7ed

datadog-assets bot added docs/review-requested ecosystems/review-requested product/review-requested labels Nov 21, 2024

datadog-agent-integrations-bot bot added documentation changelog/no-changelog dev/testing dev/tooling qa/skip-qa Automatically skip this PR for the next QA labels Nov 21, 2024

avaid-crest added 7 commits November 21, 2024 17:59

Resolved metadata checks error

573eb6d

Added changes in genesys_tests.yaml file

10fd309

Resolved checks error for metadata

e79d90a

Resolved pipeline checks error

448dab0

Updated dashboards

d377ed4

Added changes as per modified assets

c12f67e

Merge branch 'master' into genesys-assets-v1.0.0

f41e980

avaid-crest marked this pull request as ready for review November 25, 2024 15:11

avaid-crest requested review from a team as code owners November 25, 2024 15:11

estherk15 reviewed Nov 25, 2024

View reviewed changes

avaid-crest added 2 commits November 26, 2024 18:45

Added changes as per review comments

9d11473

Merge branch 'genesys-assets-v1.0.0' of https://github.com/bhargavnar…

ca9cd99

…iyanicrest/integrations-core into genesys-assets-v1.0.0

avaid-crest requested a review from a team as a code owner November 26, 2024 13:16

torosmassa changed the title ~~DDSaaS: Genesys: Crawler Integration v1.0.0~~ [INTPLAT-413] DDSaaS: Genesys: Crawler Integration v1.0.0 Dec 11, 2024

Added readme changes

e3bf93a

avaid-crest requested a review from a team as a code owner December 16, 2024 10:29

avaid-crest added 2 commits December 24, 2024 11:36

Merge branch 'master' of https://github.com/bhargavnariyanicrest/inte…

2dd67e3

…grations-core into genesys-assets-v1.0.0

Merge branch 'master' into genesys-assets-v1.0.0

33cb335

audesikorav approved these changes Dec 31, 2024

View reviewed changes

nathanmadams requested a review from estherk15 December 31, 2024 16:33

steveny91 approved these changes Dec 31, 2024

View reviewed changes

datadog-assets bot added the agent/approved label Dec 31, 2024

apiazza-dd approved these changes Jan 6, 2025

View reviewed changes

nathanmadams added this pull request to the merge queue Jan 6, 2025

Merged via the queue into DataDog:master with commit d51bcbe Jan 6, 2025
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[INTPLAT-413] DDSaaS: Genesys: Crawler Integration v1.0.0 #19104

[INTPLAT-413] DDSaaS: Genesys: Crawler Integration v1.0.0 #19104

avaid-crest commented Nov 21, 2024

estherk15 left a comment

estherk15 Nov 25, 2024

avaid-crest Nov 26, 2024

estherk15 Nov 25, 2024

avaid-crest Nov 26, 2024

estherk15 Nov 25, 2024

avaid-crest Nov 26, 2024

estherk15 Nov 25, 2024

avaid-crest Nov 26, 2024

estherk15 Nov 25, 2024

avaid-crest Nov 26, 2024

estherk15 Nov 25, 2024

avaid-crest Nov 26, 2024

estherk15 Nov 25, 2024

avaid-crest Nov 26, 2024

estherk15 Nov 25, 2024

avaid-crest Nov 26, 2024


		[Genesys][1] is a comprehensive cloud-based contact center platform that enables businesses to manage and optimize customer interactions across multiple channels, including voice, chat, email, social media, and messaging. It's known for its flexibility, scalability, and integration capabilities, helping businesses improve customer experience and streamline operations.

		The Genesys integration collects conversations (Voice, Email, Message, Callback, Chat) analytics metrics and audit logs and ingests them into Datadog for comprehensive analysis.

	The Genesys integration collects conversations (Voice, Email, Message, Callback, Chat) analytics metrics and audit logs and ingests them into Datadog for comprehensive analysis.
	The Genesys integration collects analytics metrics and audit logs from conversations (voice, email, message, callback, chat) and ingests them into Datadog for comprehensive analysis.

		#### Get config parameters from Genesys

		#### Steps to get Client ID and Client Secret

	2. [Add a new role][3] with below permissions:
	2. [Add a new role][3] with the following permissions:

	3. Ensure the role created in step 2 is assigned to the logged-in user. (Refer to the [guide on assigning roles to users][4])
	3. Ensure the role created in the previous step is assigned to the logged-in user. For more information on assigning roles to users, see the Genesys guide to [Assign roles, divisions, licenses, and add-ons][4].

[INTPLAT-413] DDSaaS: Genesys: Crawler Integration v1.0.0 #19104

[INTPLAT-413] DDSaaS: Genesys: Crawler Integration v1.0.0 #19104

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avaid-crest commented Nov 21, 2024

What does this PR do?

Additional Notes

Review checklist (to be filled by reviewers)

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